Telecoms and Call Policy

Use only numbers assigned, verified or authorised for your account. Do not spoof caller ID, misrepresent location, or use numbers in ways carriers or regulators prohibit.

Number availability, portability and regulatory requirements vary by country and provider.

If you want to move a number away from SIMCOAI, contact [email protected] to start a port. Porting is carried out by the receiving provider under UK number portability rules and its own process; timelines are set by that provider and by the losing and gaining carriers, not by SIMCOAI, and a number remains active on SIMCOAI until the port completes.

SIMCOAI publishes a support line on +44 7576 569444. This clause governs calls you make to us on that number; the rest of this policy governs calls made to your numbers by your customers.

The line is answered by a SIMCOAI digital assistant. As with any SIMCOAI-answered call, the notice that you are speaking to a digital assistant and that the call may be recorded is read out at the start and cannot be switched off. You can ask for a person at any point and we will connect you or take a callback.

Calls are charged by your own network provider at your standard rate. We do not use a premium-rate number and never will. We record what was discussed so we can answer you accurately if you ring back; the retention periods in our privacy policy apply to it exactly as they do to any other call record.

Do not read out card numbers, passwords or one-time codes on this line. We will never ask you for any of them, on this line or on any call we make to you. If somebody rings you claiming to be SIMCOAI and asks for a password, a one-time code or remote access to your computer, it is not us: end the call and ring the number above.

What the line can do with your account. It can send a password reset link to an email address you give it. That link is delivered to the mailbox and is useless to anyone who does not already control it, which is why it needs no further check — it grants nothing that the reset link on our sign-in page does not already grant to any visitor. For the same reason, the line answers identically whether or not that address has a SIMCOAI account, so it cannot be used to find out who banks with us.

What it will not do, however convincing the caller. Nobody at SIMCOAI can read your password: it is held by our sign-in provider as a one-way scramble and there is no facility, for us or for anyone else, that returns it. Nor will the line set a new one, turn two-step verification off, remove a passkey or security key, change the email address on an account, or unlock an account. Those are the changes an attacker would ask for while pretending to be you, so they are never made on a phone call: the request is passed to a person who will verify who you are first. We would rather be slower than be the reason somebody loses their account.

SIMCOAI is an AI receptionist and call-handling platform, not a general-purpose telephone service, and must not be relied on to place a call to 999 or 112. If you or a caller needs the police, fire, ambulance or coastguard, use a traditional mobile or landline number instead.

Numbers configured on SIMCOAI answer inbound calls and, where a business enables it, place outbound callbacks to a specific person for a specific reason — they are not set up to originate a 999/112 call, and even where an underlying carrier technically permits it, SIMCOAI has not configured or tested the location and routing information UK emergency services rely on for calls of this kind. This limitation applies regardless of whether a number appears to be a UK landline, mobile or non-geographic number.

You are responsible for marketing consent, do-not-contact lists (including the TPS and CTPS registers), quiet hours and sector-specific communication rules that apply to your business, including the Privacy and Electronic Communications Regulations (PECR) and Ofcom rules on calling line identification.

The AI and recording disclosure spoken at the start of an answered call is an exception, and is set by SIMCOAI rather than by you. It is applied to every answered call on every plan, and it cannot be switched off, shortened or reworded from your dashboard. Your own greeting is spoken immediately after it and remains yours to write. We may update the disclosure wording where law or regulatory guidance changes; you remain responsible for any additional notice your own sector requires beyond it, and for the content of your greeting.

For other notices and templates SIMCOAI may provide fields or suggested wording, but your business must decide the final legally appropriate text.

Recordings, transcripts and summaries should be enabled only when lawful and useful. Keep retention short and avoid collecting unnecessary sensitive data.

Payment card details, health information and highly sensitive matters should move to secure human or provider flows.

SMS, WhatsApp, RCS or similar messaging may require sender registration, templates, opt-out handling, content review and provider approval.

Do not use messaging features for unsolicited marketing or prohibited content.

Test transfer numbers, escalation contacts, business hours and fallback behaviour before public launch. Critical or urgent workflows need human backup.

For safety, SIMCOAI pauses calling features rather than continuing when a required billing, compliance or provider check has not passed, and shows the reason in your dashboard.

On phone-enabled plans, an authorised team member can select Take over by voice in Live Calls and use their browser microphone and speakers. The caller stays with the receptionist while the browser connects. Once the voice handoff connects, AI speech recognition, transcription and replies stop for the human conversation. Browser takeover requires microphone permission, working audio and a stable connection. Closing the call tab, either participant leaving, or selecting End call for both ends the connected handoff; the AI does not automatically resume. Ordinary call usage and applicable charges continue until the call ends.

AI call minutes, numbers, outbound attempts, SIMCOAI Voices (Deepgram Flux, Nova-3 and ElevenLabs provider usage) and unlimited options are controlled by plan, add-ons, fair-use terms and provider capacity.

Enterprise high-volume usage needs written review before marketing or production load.

Twilio, carriers and other providers may filter, block, delay, suspend or reject traffic. SIMCOAI may surface provider errors but cannot guarantee carrier delivery or call quality in every scenario.

SIMCOAI may disable telecoms features for abuse, unpaid billing, suspicious traffic, compliance gaps, provider requests, security incidents or customer risk.

A number assigned to the Customer is for use with its own legitimate business communications and remains subject to the rules of the number provider and applicable numbering authority. Assignment does not transfer ownership of a number or guarantee that it can be kept after the underlying provider relationship ends. The Customer should keep a backup contact route and not make an untested number its only emergency or critical line. SIMCOAI will explain the available release or porting process where one exists, but an external provider may require documents or impose a lawful restriction.

The Customer should review forwarding destinations, opening hours and escalation contacts regularly. A wrong destination can disclose a call to the wrong person or leave it unanswered. We may pause a destination that appears to create fraud, unlawful traffic or a serious privacy risk while we verify it.

The Customer is responsible for its legal basis and any required consent for calls, messages and recordings it instructs SIMCOAI to make. It should maintain records of how a contact was obtained, what was disclosed, when a choice was made and whether the person later opted out. An existing customer relationship does not automatically authorise every marketing message. The Customer should maintain suppression lists and configure its campaigns to honour them across connected systems.

SIMCOAI may ask for evidence of consent, registration or sender authority where traffic patterns or provider rules require it. We may block an affected campaign pending that evidence. We do not sell a list, certify a Customer’s legal basis or make its business responsible for a provider’s own unlawful acts. Each party remains responsible for obligations assigned to it by law and contract.

A Customer that enables recording or transcription should give callers the notice required by law and by its own privacy policy before collecting sensitive details. Staff who join or review a call should have a business need to do so. The Customer should configure retention and access for recordings in light of its purpose and should not ask a caller to speak a password or full payment card number to an automated channel. If the notice or lawful basis cannot be provided, the Customer should choose a non-recorded or human alternative where available.

A live handoff or monitor function may depend on network, device and provider conditions. The Customer should test the intended route and keep a fallback. SIMCOAI should not represent a failed handoff as a completed conversation; the call and event record should be checked before a Customer acts on it.

A request accepted by SIMCOAI is not proof that a call was answered or a message delivered. Carriers, devices, spam filters, number status and recipient settings can affect the result. Delivery receipts may arrive late, be unavailable or be corrected. The Customer should review status before retrying a message that could confuse or charge a recipient. We may limit retries to prevent duplicates, abuse or excessive costs.

Time-sensitive or legally required notices should use an additional route selected by the Customer. SIMCOAI may provide status information and troubleshooting, but it does not control every network between the sender and recipient. If we identify a platform error in our own routing, we will investigate and correct it within our control, with applicable remedies under the Terms and SLA.

The Service is not an emergency calling system. The Customer should display or provide the appropriate emergency route for its jurisdiction and train staff not to rely on an automated receptionist as the only way to reach urgent help. A caller may describe danger, distress or vulnerability in unexpected words. The Customer should configure a reasonable escalation path for its sector and review examples of failed or incomplete handoffs.

We may interrupt or narrow an automated workflow that appears to create serious harm. This does not make SIMCOAI a clinical, legal or emergency service. The Customer remains responsible for its professional obligations and for deciding when a trained human must respond. No term here limits a duty that law places directly on either party.

Traffic limits and provider restrictions protect service reliability and other users. A Customer should avoid artificial traffic, repeated test calls, spam, caller-ID manipulation and use of unverified senders. If a carrier or regulator flags traffic, we may suspend the affected number or route while the issue is investigated. We will use a narrower restriction where practical and explain the known reason and steps to resolve it, unless doing so would compromise abuse prevention or a legal investigation.

Provider sanctions, registration failures and regional restrictions may prevent a feature from launching even after the Customer has paid for a Plan. Charges, credits or refunds in that situation are governed by the Billing & Tax and Refund Policies. The Customer should not bypass a blocked sender by cycling numbers or accounts.

A Customer planning to leave should ask about number release or porting in time to complete provider checks before its service ends. It should keep invoices, proof of business identity and any number ownership information a receiving provider reasonably needs. We will provide the available process and information we control, subject to provider rules, unpaid lawful charges and security verification. We should not hold an eligible number merely to punish a Customer for leaving. A port can fail or take longer for reasons outside our systems; the Customer should keep an alternative contact method and tell its own callers about a change. Call logs, recordings and personal data remain subject to their separate export and retention rules.

If a message or call reaches an unintended recipient because of a wrong number, stale contact or routing error, the party that discovers it should act promptly to limit further disclosure. The Customer should correct contact data it controls and assess whether a privacy notification is needed. SIMCOAI should investigate a routing defect in its platform and assist under the data processing terms. Neither party should send additional private details in an apology before verifying the recipient. Delivery records should be preserved long enough to explain what happened and prevent a repeat, subject to lawful retention. A carrier may provide only limited evidence of final delivery, which we will explain when relevant.

Call and message behaviour can differ by country, carrier, handset and registration status. A feature available in one region may require additional documents or may be unavailable in another. The Customer should check the permitted destinations and sender type before advertising a number or launching a campaign. SIMCOAI will show or explain known product restrictions and may block unsupported traffic. A successful test to one device does not prove delivery to every recipient. The Customer should keep another contact route for important notices and should not promise its customers a delivery method that a carrier has not enabled.